Avaya Technology LLC

Other

Lucent Technologies Inc.

Alcatel Lucent

Genesys Telecommunications Laboratories, Inc.

Martin Ira Reiman

Roy A Jensen

Thomas S Fisher

Nikolay I Korolev

Vladimir Mezhibovsky

Simon C Borst

Aleksandr Stolyar

Herbert Willi Artur Ristock

Andrew Derek Flockhart

Eugene P Mathews

Herbert Ristock

John Z Taylor

Francis C Hymus

Judith B Seery

Vinay Joseph

A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value.

Pacing in knowledge worker engagement

A method and an apparatus for adaptively allocating available bandwidth for network users. The method is particularly beneficial in improving a viewing experience for mobile devices accessing the network, while also maximizing the number of supported users within the network. An adaptively adjusted control parameter is used in conjunction with a utility function to assign a provisional rate for users entering the network. Based on the assigned provisional rate, the method then admits prospective new network users, if enough free capacity exists to service the new user at the provisional rate.

Rate allocation method and apparatus for optimization of adaptive wireless video streaming

The system for automatically routing calls to call center agents in an agent surplus condition provides the call center administrator with an automatic agent assignment paradigm which functions to automatically increase the efficiency of assigning multiple skill agents to contacts. The presence of an agent surplus condition provides the present system with a plurality of choices in the assignment of the agent to process a presently received contact. Since the agents who staff the call center include multiple skill agents, the system must make a determination of not only which of the available agents is the best equipped to handle the present contact, but also how that assignment statistically effects the efficiency of successive assignments of agents to contacts next received, based upon the past performance of the agents and the call center. Since the traffic load presented to the call center tends to be highly variable and of content that is difficult to predict, the present system provides several automatic agent assignment paradigms that each have a statistically different impact on the performance of the call center, based upon the quality and quantity of the incoming calls.

System for automatically predicting call center agent work time in a multi-skilled agent environment

System for automatically routing calls to call center agents in an agent surplus condition based on service levels

The system for automatically routing calls to call center agents provides the call center administrator with an automatic agent assignment paradigm which functions to automatically increase the efficiency of assigning multiple skill agents to contacts. The presence of an agent surplus condition provides the present system with a plurality of choices in the assignment of the agent to process a presently received contact. Since the agents who staff the call center include multiple skill agents, the system must make a determination of not only which of the available agents is the best equipped to handle the present contact, but also how that assignment statistically effects the efficiency of successive assignments of agents to contacts next received, based upon the past performance of the agents and the call center. Since the traffic load presented to the call center tends to be highly variable and of content that is difficult to predict, the present system provides several automatic agent assignment paradigms that each have a statistically different impact on the performance of the call center, based upon the quality and quantity of the incoming calls.

System for automatically routing calls to call center agents in an agent surplus condition based on delay probabilities

The alternate destination redirection (ADR) feature ( ) of telephone switching systems ( ) or an equivalent is used to implement a &ldquo;post-route&rdquo; routing architecture having the benefits of a &ldquo;pre-route&rdquo; routing architecture in a network ACD (FIG. ). The ADR feature is administered in the network ( ) for individual ACD systems and individual call types at each ACD system to identify another ACD system as an alternative destination for calls of the individual call type rejected by the individual ACD system. The network distributes ( ) calls to the plurality of ACD systems ( ) on a basis (e.g., fixed percentage, round-robin) that does not require the network to know the status of the individual ACD systems. Upon having a call of an individual type routed thereto, an individual ACD system checks ( ) the status of the ACD system that is administered as the alternative destination for its rejected calls of the individual type. If it determines that it can provide the better service, the individual ACD system services ( ) the call. If it determines that the alternative destination ACD system can provide the better service, the individual ACD system rejects ( ) the call, whereupon the network, operating under influence of the ADR feature, releases ( ) the connection of the call to the individual ACD system and reroutes ( ) the call to the alternative destination ACD system.

Method of routing calls in an automatic call distribution network

In a skills-based ACD, an agent is selected to handle a call based on which available agent's handling of the call will produce the least deviation from the agent's target performance criteria, and a call is selected for handling by an agent based on which available call's handling will produce the least deviation from the agent's target performance criteria. Illustrative target performance criteria include target per-agent per-skill skill work time to staff time ratios. Moreover, the selected call is left waiting and the selected agent is left idle if handling of the call by the agent would increase deviation from the agent's target performance criteria. This serves to equalize the levels of service given to small skills (those staffed with few agents) and large skills (those staffed with many agents).

Arrangement for equalizing levels of service among skills

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Maplewood, NJ, United States of America

Martin Ira Reiman